Summary of Super Service

Seven Keys to Delivering Great Customer Service

McGraw-Hill, more...

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Super Service book summary
The perfect customer service person is, of course, the perfect person: how to be calm, collected, and communicative no matter what they say to you.


7 Overall

7 Applicability

8 Innovation

6 Style


Val and Jeff Gee bring their extensive experience in employee training to a simple, yet effective book version of the training sessions they designed for top corporations. They offer seven critical ideas - keys - to providing outstanding customer service. Each one builds upon the premise and actions of the previous one, making these lessons sensible, precise, and natural to put into practice. The book illustrates each key with anecdotes, case histories, boxed lists, cartoons, and exercises. This creates an interactive learning experience. Nicely written in an upbeat, conversational style, it does not talk down to the reader or take the tone of a cold, authoritarian "employee manual." Neither is it condescending by being overly simplified in thought or tone. recommends this book to anyone whose position involves serving customers, or supervising those who do.

In this summary, you will learn

  • What the seven keys to delivering “super service” are
  • How one instance of bad service can cancel out 10 instances of good service
  • Why customers need to be allowed to voice their displeasure


The Basics
Delivering great customer service has many benefits and can enhance the service provider personally and professionally. If you’re a service provider - or a manager of service providers - who has grown weary and disillusioned, now you can revitalize your outlook and increase ...
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About the Authors

Val Gee is an instructional designer and a regular contributor to Training magazine. Jeff Gee is a motivational speaker and trainer with more than twenty years experience. The Gees founded and run McNeil and Johnson, a training company that has trained more than 50,000 people since 1986. Clients include Motorola, 3-COM, Siemens, and Hewitt Associates.

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